top of page

Refund Policy

Last updated: 22.8.2025


At The Step Up Project, we are committed to providing high-quality services and resources. We understand that sometimes circumstances change, and we want to make our refund policy clear and fair.
 

1. Australian Consumer Law


Our Refund Policy is consistent with the Australian Consumer Law (ACL). You are entitled to a replacement, credit, or refund if a service or product we provide has:
 

  • A major problem that would have stopped you from purchasing if you had known about it,

  • Not been delivered as agreed,

  • Or is significantly different from what was described.
     

2. Services


Refunds for services (such as programs, workshops, or support sessions) will be considered if:
 

  • You cancel with sufficient notice (see Section 3),

  • We are unable to deliver the service as agreed,

  • Or there is a failure of the service under Australian Consumer Law.
     

3. Cancellations

​​

  • Client cancellations: If you need to cancel or reschedule, please provide at least 72hrs notice. Cancellations made with less notice may incur a cancellation fee.

  • Provider cancellations: If we must cancel or reschedule a service, you will be offered a full refund or the option to reschedule at no additional cost.
     

4. Non-Refundable Situations


Refunds are not available for:
 

  • Change of mind,

  • Failure to attend a booked session without notice,

  • Services already delivered in full.
     

5. Products (if applicable)


If you purchase any physical or digital products through our website:
 

  • Refunds or replacements are available if the product is faulty, damaged, or not as described.

  • Digital products (such as downloads) cannot be refunded once they have been accessed, unless required under the ACL.
     

6. How to Request a Refund


To request a refund or credit, please contact us at:
 

The Step Up Project
Email: info@thestepupproject.com.au
Phone: 0426 508 656
 

Please include your name, contact details, details of the service/product, and the reason for your request. We will review and respond promptly.
 

7. Processing of Refunds

Approved refunds will be processed using the original payment method within 5–10 business days.

bottom of page